December 2011

An upset customer might talk to five people, but a formerly upset customer you win over will talk to 10 times as many Does your business have processes in place to identify and win over upset customers or are you so good you will never have such a thing?

Believe in your customers Believe in your employees Remove small print, red tape and all those barriers that get in the way of placing total trust in your customers. Instead of building barriers build trust and you are on your way to being a loved company. Believe in your employees too – scrap rigid procedures…

Customer service, honesty and integrity, and quality products are the most important factors for companies who enjoy a good reputation No surprise customer service is tops. Read the report here

Think about everything the customer experiences from the moment they meet you and ask yourself, “Would they tell a friend about this?” If not, it needs more work. We try very hard at this and many people we do meet do tell their friends but I am sure we could do better

Earlier this year I enrolled on a course with a very well known and successful company in London. The course was ‘How to deliver world-class customer service’  (right up our street I thought). With just days to go the course was cancelled due to the lack of businesses signing up. The local college were running…